Release Note

Contents

Introduction

As of February 1, 2012, Genesys is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable. Please see the Genesys website at http://www.genesyslab.com for more details.

This release note applies to all 8.1.x releases of Performance Management Advisors Genesys Adapter.

• Links in the Contents section enable you to access information regarding a specific release. Releases are listed by version number rather than in date order. For this reason, a recent release may be listed after earlier releases, if the version number is lower. Except when otherwise noted in the information for a specific release, each release includes all of the features and corrections that were introduced for the applicable operating system at earlier dates, regardless of the version numbering.
• The Release Number table lists the supported operating systems for each release at a high level. For more detailed information, see the Genesys Supported Operating Environment Reference Guide.
• The Known Issues and Recommendations section is a cumulative list. It includes information on when individual items were found and, if applicable, corrected.
• The Corrections and Modifications section for each release may list additional issues that were corrected without first being documented as Known Issues.
• The Discontinued Support section is cumulative. It lists functionality that is no longer supported and the release number of the version in which support was discontinued.

Use of Third-Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. For additional information on any third-party software used in this product, see the Read Me. Please contact your Genesys Customer Care representative if you have any questions.

Supported Operating Systems

Supported Languages

The following table lists the languages supported by this release.

New in This Release

This release is under shipping control. This release contains the following new features and functionality:

• Support for Transport Layer Security (TLS) has been added: Advisors Genesys Adapter can use a TLS connection to Genesys Configuration Server.

Corrections and Modifications

This release contains the following corrections and modifications since the previous 8.1 release of this software:

Advisors Genesys Adapter now includes the columnname property in a request for non-voice statistics. Previously, AGA skipped the columnname property and Stat Server was not including it in requests sent to third-part media data sources. Consequently, non-voice statistics were reported incorrectly. (GEN-2554)

After a configured number of cycles (the default value is 5), AGA removes old records from the Real-Time table in the database(s). This now also includes the Virtual Queue Real-Time (VQRT) table. Previously, the VQRT table was ignored in the cleanup cycle. (GEN-2541)

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Supported Operating Systems

Supported Languages

The following table lists the languages supported by this release.

New in This Release

This release is under shipping control. This release contains the following new features and functionality:

• Metadata previously stored in the Advisors Genesys Adapter database related to Data Manager functionality is now found in Advisors Platform and Genesys Configuration Server. The configuration database for Genesys Adapter is no longer required. If you are upgrading to Release 8.1.5, you use the Advisors Object Migration Wizard to migrate data from the Genesys Adapter configuration database to Advisors Platform and Configuration Server. Changes related to this new functionality include the following:

  • Changes in the type of files supplied in the installation package.
  • Updates to the installation screens used to deploy AGA.
  • Introduction of a new user account (the Object Configuration User account), which you configure in Configuration Manager.

• Advisors Genesys Adapter supports Genesys Platform Software Development Kit (PSDK) to Release 8.1.2.

• Performance Management Advisors support encryption of Advisors Genesys Adapter metrics database data.

Corrections and Modifications

This release contains the following corrections and modifications since the previous 8.1 release of this software:

Statistics requests from an adapter fail on restart or during the overnight refresh if the enabled template types on the adapter (Core, third party media, multi-media) do not match the Stat Server types enabled at installation. For example, Core templates are enabled, but no Stat Server at the time of startup or overnight re-request accepts Core statistics. The stat request fails. This is expected behavior, working as designed for Release 8.1.5. (GEN-2356)

With Data Manager changes, AGA's overnight refresh job is now configured on the platform server, and this removes any issues with the overnight refresh of statistics related to Daylight Savings Time (DST) changes, as the configuration of the scheduling is now done using a cron expression. Previously, the schedule for overnight re-issue of statistics did not adjust to DST changes. (ER# 309338663, GEN-2016, GEN-2211)

Updates to AGA’s Stat Server configuration are successful when you specify the updates using the Genesys Adapter installer on an existing configuration that has published objects. Previously, in this case, you did not always see the updates to the Stat Server configuration. (GEN-2161)

When you install Genesys Adapter, the installation output log correctly categorizes the verification messages for Configuration Server and Stat Server connnections. Previously, when you installed Genesys Adapter, the installer could log errors related to Configuration Server and Stat Server when attempting to verify the connection to those devices (for example, you could see Stat Server used as a parameter for Configuration Server verification). (GEN-2033)

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Supported Operating Systems

Supported Languages

The following table lists the languages supported by this release.

New in This Release

This release is under shipping control. This release contains the following new features and functionality:

• French is added as an option for language and country settings. English and German continue to be options.

• Advisors Genesys Adapter is compatible with Oracle Java 1.7.

• Advisors Genesys Adapter can use a Transport Layer Security (TLS) connection to Genesys Configuration Server.

Corrections and Modifications

This release contains the following corrections and modifications since the previous 8.1 release of this software:

Advisors Genesys Adapter (AGA) correctly subscribes to agent group and queue notifications, and detects new objects configured using Configuration Manager, when deployed in an Oracle Real Application Cluster (RAC). Previously, AGA was not detecting new objects when used in an Oracle RAC configuration because the informiam.genesys_connector.dbimporter.ca.database property in the importer.properties file was empty (that is, it had no value). It was necessary to add a value manually (for example, informiam.genesys_connector.dbimporter.ca.database = dummy). (GEN-2442)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains the following new features and functionality:

• Advisors Genesys Adapter can connect to Oracle Real Application Clusters (RAC). RAC functions such as High Availability and failover are not supported.

• The Informiam.Reason_Code metric has been updated. FA can now display the current reason code, as well as the duration of time that the agent has been in that state. That is, the time reported can reflect the time at which the reason code changed. If you have set a reason code for an agent, the UNIX timestamp that indicates the time at which the reason code was applied to the agent is appended to the value of the reason code reported by the Adapter.

  To take advantage of this update, you must be using Genesys Adapter, running Stat Server 8.1. Stat Server Release 8.1.000.22 is the minimum supported version for Genesys Adapter. For Advisors Release 8.1.4, Genesys recommends you use Stat Server Release 8.1.000.28.

Corrections and Modifications

There are no corrections or modifications in this release.

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Supported Operating Systems

Supported Languages

The following table lists the languages supported by this release.

New in This Release

This release is under shipping control. The following new features were introduced in this release of Advisors Genesys Adapter:

• There are 13 new source metrics added to the metrics configuration table (metric IDs ranging from 500 to 512 inclusive).

Corrections and Modifications

There are no corrections or modifications in this release.

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release contains the following corrections and modifications since the previous 8.1 release of this software:

Advisors Genesys Adapter now returns accurate values for all voice and non-voice metrics. Previously, all metrics that had metricType ='String' in the gc_metric_definitions table could return values that were inaccurate by 1 unit, which was an issue with how Genesys Adapter converted decimal strings. (ER# 312849129, GEN-2269)

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Supported Operating Systems

Supported Languages

The following table lists the languages supported by this release.

New in This Release

This release is under shipping control. The following new features were introduced in this release of Genesys Adapter:

• The Genesys Adapter installer includes additional Stat Server configuration options. You can now specify the types of statistics supported on the Stat Server pair you are associating with a Genesys Adapter instance. For example, you can choose to collect core statistics only on certain pairs of Stat Servers and third-party media statistics on other specific pairs.

• There is additional configuration in Configuration Manager to enable identification of NonVoiceOnly virtual queues. If you want only third-party media statistics to be requested on certain virtual queues, those virtual queues must be identified in the Configuration Server. For more information, see Genesys Performance Management Advisors 8.1 Deployment Guide.

• By default, Frontline Advisor displays all key-value pairs attached to the agent reason code statistic. To display only the reason codes corresponding to a single reason code key, execute the following script on the Genesys Adapter configuration database. In this example, the specified reason code key is "ReasonCode".
  

  Update gc_metric_definitions set conversiontype = 'ReasonCode' where metricid = 107
  (GEN-2155)

Corrections and Modifications

This release includes the following corrections and modifications since the previous 8.1 release of this software:

The notification mode and the notification frequency attributes can be configured or changed dynamically. You can configure these attributes in the FA database. The attribute settings are passed along as elements of the statistic templates registered with the Adapter. Previously, the notification mode that was used for FA-requested statistics supported only "changes-based notification" mode. Specify these values for source metrics only (they are not applicable for computed metrics). (GEN-2170)

Genesys Adapter now initializes Controller_Time on start if the Controller_Time is not present. This prevents XML Generator from issuing an exception about the unknown time zone. Previously, these exceptions would occur in XML Generator until there were objects for the Genesys Adapter to monitor (that is, until an Administrator published objects using the Object Configuration page). (GEN-2045)

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Supported Operating Systems

Supported Languages

The following table lists the languages supported by this release.

New in This Release

This release is under shipping control. The following new features were introduced in this release of Genesys Adapter:

• French is added as an option for language and country settings. English and German continue to be options.

Corrections and Modifications

There are no corrections or modifications in this release.

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Supported Operating Systems

Supported Languages

The following table lists the languages, other than English, supported by this release.

New in This Release

This release is under shipping control. This release contains the following new features and functionality:

• Improved internal support for Stat Server load balancing—The relationship between a statistic and the Stat Server pair against which it is requested is now persisted.This means that on (re)start or refresh of the Adapter, statistics are now re-requested against the same Stat Server(s) as previously. This means that Genesys Adapter no longer depends on the value set for the Stat Server old-stats-remove-interval option.

• Support for Genesys Stat Server 8.1.

• New metric %WFPushtoSignOn has been implemented. This metric is calculated by FA when custom metrics are configured, and is defined as the handling time for work items divided by the logged-on time to non-voice. It displays in e-mail and chat filters. It is calculated thus: Handling time WI / SignOn time * 100%. The Handling Time WI is the source metric named Informiam.TotalTimeInteractionsHandled.

  • Informiam.TotalTimeInteractionsHandled
Category=TotalTime
MainMask=CallInbound, CallInternal, Call
Consult, CallUnknown, CallOnHold
Objects=Agent, GroupAgents
Subject=AgentStatus
    

  See the Performance Management Advisors 8.1 Frontline Advisors Administrator User's Guide for more information. See your Genesys representative for information on configuring custom metrics.

• Modifications to metrics definitions—These are:

• Informiam.Total_Talk_Time now includes hold time.

• Informiam.Total_Inbound_Hold_Time is removed.

• Informiam.TotalNumberACW is removed.

• ACWTime is now the average of ACWTime divided by ACWStatus.

• CHT is removed.

• CHT-P is now AvgTalkTime plus AvgACWTime.

See the Contact Center Advisor/Workforce Advisor Administration User's Guide and the Frontline Advisor Administration User's Guide for information about metrics.

• New metric HandlingNonVoice has been implemented—This is the number of agents currently handling a non-voice (e-mail or chat) interaction, and it displays for any non-voice channel.

• Statistics request-handling enhancements—When rules become disabled, a Close Statistics request is now sent to the Adapter. This results in the Adapter closing the statistics for the rule with the Stat Server for a Genesys environment. The Adapter also clears the statistics template and statistics object records from the database and cache.

• Statistics storing enhancements—The storing of the statistics values has been enhanced for faster access during the uploading of the changes to the CCAdv metrics database.

Corrections and Modifications

This release contains the following corrections and modifications since the previous 8.1 release of this software:

An error that was occurring while migrating from older customer data has been resolved. (GEN-2053)

A problem with publishing new queues and agent groups. Previously the count of statistics requested was not being correctly reset during the overnight refresh, causing it to inflate and generate an incorrect statistics capacity error. The overnight refresh now correctly resets the count of statistics requested. (GEN-2031)

The Frontline Advisor dashboard now displays a single reason code value in the R-Code (reason code) column for any agent who has a reason code assigned to their agent status (such as NotReady). The default configured reason code key can be changed in the database. (GEN-913)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains the following new features and functionality:

• The range of Skill Levels that you can configure for Resource Management is now flexible. After installing the Resource Management Console (RMC), it was always necessary to modify the RMCInfo.xml file. That XML file now contains a parameter, maxSkillLevel, that can be set to any integer. For the maxSkillLevel parameter, enter a value equal to the highest skill level that you want to be available in the RMC Level control.

• You can now specify the key that is used for the reason code statistic for a specific deployment. By default, FA displays all key value pairs attached to the agent reason code statistic. To filter reason codes to display only those corresponding to a single reason code key, you can now run an Update SQL script on the Genesys Adapter configuration database to specify the reason code key. For example, to specify a reason code key of ReasonCode, run the following SQL script:
  Update gc_metric_definitions set conversiontype = 'ReasonCode' where metricid = 107

Corrections and Modifications

There are no corrections or modifications for this release.

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release contains the following corrections and modifications since the previous 8.1 release of this software:

Cleanup processing of the gc_statistics_objects database has been corrected to ensure that the database connection borrowed from the connection pool is correctly returned to the pool at the end of the database cleanup. Previously, Genesys Adapter used up all available connections before freezing on the third overnight refresh. (GEN-1997)

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Supported Operating Systems

New in This Release

This release is under shipping control. This release contains the following new features and functionality:

• In this release, all agent group membership information is now retrieved from the Genesys Stat Server by using the CurrentTargetState metric to evaluate agent group membership. Previously, the Advisors Genesys Adapter determined membership of virtual agent groups from the Configuration Server.

  Previously, for situations where agent state monitoring was not required, performance enhancements could be achieved by setting the disable-vag-calculation configuration option in Configuration Server. Now, this setting no longer affects Advisors.

  For Contact Center Advisor/Workforce Advisor deployments (not Frontline Advisor) of Genesys Adapter, Genesys recommends that two configuration steps be taken which will disable Contact Center Advisor agent monitoring and improve the performance of this enhancement:

  1. Comment out the following section in the table-config.xml file in the conf folder of Genesys Adapter to disable the Genesys Adapter from writing the statistics to the AgentSkillGroupRealTime table. This will improve the performance of the Contact Center Advisor aggregation engine.

     < tableconfig title="AgentSkillGroupRealTime" >
< type >data< /type >
< tablename >t_Agent_Skill_Group_Real_Time< /tablename >
< formatfile >format_files/Agent_Skill_Group_Real_Time.fmt< /formatfile >
< key-fields >SkillGroupSkillTargetID,SkillTargetID< /key-fields >
< /tableconfig >

  2. Disable agent-level statistics templates (which requires an Adapter restart) in the Genesys Adapter configuration database by running the following SQL, which will ensure that the agent-level statistics are not requested from the Stat Server:

     update gc_statistics_templates set used = 0 where objectType = 'Agent' and metricId in (9,17) and applicationName = 'CA'

• Transformer threads are no longer scheduled if there is already a thread currently being processed for the given refresh rate. This prevents the buildup of threads in a waiting state.

• The DataLoader batch size is now externalized in the transformer properties file and can be adjusted. The default value has been changed from 1000 to 100.

• Handling of the deletion of the initial gc_statistics_objects requested by Frontline Advisor on a new MS SQL database has been optimized.

Corrections and Modifications

This release contains the following corrections and modifications since the previous 8.1 release of this software:

Several performance optimizations have been made to the handling of database requests in order to ensure that the closing of statistics for a time profile now executes correctly. Previously, it failed with a timeout exception. (GEN-950)

Database migration scripts have been modified to include custom templates/statistics objects that use time ranges or time profiles other than the two supplied in the out-of-box templates. (GEN-934)

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Supported Operating Systems

New in This Release

This release is under shipping control. There are no new features or functionality in the 8.1.1 release.

This release also contains the following features and functionality that were part of the 8.1.0 restricted release:

• Support for Genesys Stat Server capacity rules for the voice channel.

• Genesys Adapter now provides the ability to use filters on the metrics, which then allows metric values to be distributed according to the filter conditions.

• Support for Oracle 11g databases.

• Support for Windows Server 2008 64-bit native.

• Support for Windows 7 32-bit native.

• Support for Citrix Xen App 5.

• Support for TCP/IP v6.

• Support for encryption of database data.

• Support for VMWare vSphere 4 Hypervisor.

• The Genesys Adapter Administration installer has been moved from Genesys Adapter to Platform.

Corrections and Modifications

This release contains the following corrections and modifications since the previous 8.1 restricted release of this software:

A problem with Frontline Advisor failing to change the time interval of performance metrics has been resolved. Statistics capacity checking has been improved to optimize the requesting of statistics from Stat Server(s). (GEN-888)

The definition of the Informiam.Total_LoggedIn_Voice_Time metric has been modified as follows:

Category=TotalTime
MainMask=*,~NotMonitored
Objects=Agent, GroupAgents, GroupPlaces
Subject=DNStatus
MediaType=voice


(GEN-886)

The definition of the Informiam.CurrAgentsLoggedInVoice metric has been modified as follows:

Category=CurrentNumber
MainMask=LoggedIn
Objects=Agent, GroupAgents
Subject=DNAction
MediaType=voice

(GEN-879)

A new agent state metric, NotReadyVoiceF3, has been implemented to prevent the agent group metric Not Ready (other productive) from having more expressions than the maximum filter length can support. The XMLGen calculations for Not Ready (other productive) are now as follows:

• Agent Group Level–NotReadyVoiceF2 + NotReadyVoiceF3.
• Totals & Averages and Rollups–sum(NotReadyVoiceF2 + NotReadyVoiceF3).

(GEN-833)

The deletion of a Person object from a tenant in the Configuration Manager no longer generates errors. (GEN-822)

A problem with the handling of different decimal characters in different user locales has been corrected. Previously, a discrepancy between the use of the , (comma) and the . (period) character caused the insertion of a record into the Oracle metrics database to fail. (GEN-813)

A problem with the nesting of the display of the Genesys Adapter maintenance pages in the Administration UI has been corrected. (GEN-390)

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Known Issues and Recommendations

This section provides the latest information on known issues and recommendations associated with this product.

Advisors release 8.1.x up to, and including, release 8.1.3 is compatible with Genesys Stat Server release 8.0.000.40+. Starting in Advisors release 8.1.4, Advisors require Stat Server release 8.1.200.27 or higher.

The Install the service option is checked on the Server Install Type installation screen for AGA, but the installer no longer auto-installs the service. The option is grayed-out on the screen to indicate that it is disabled. (GEN-2486)

Statistics requests from an adapter can fail on restart or during the overnight refresh if the enabled template types on the adapter (Core, third party media, multi-media) do not match the Stat Server types enabled at installation. For example, Core templates are enabled, but no Stat Server at the time of startup or overnight re-request accepts Core statistics. The stat request fails.

(GEN-2356)

You may not see updates to the Stat Server configuration that you specified when using the Genesys Adapter installer on an existing Genesys Adapter database that has published objects. This is because the existing Stat Server configuration has dependent records in the GC_SS_MAPPING table if there are objects already published; the installer does not affect those records.

Workaround: Manually update the configuration in the database.

(GEN-2161)

When the ant.install.properties file is re-used for a semi-silent installation, and a path to a folder needs to be changed using Select Folder button, the selected path should be verified and adjusted manually if necessary. (GEN-2068)

When you install Genesys Adapter, the installer can log errors related to Configuration Server and the Stat Server when attempting to verify the connection to those devices (for example, you may see Stat Server used as a parameter for Configuration Server verification). However, all Stat Servers do run during the installation; ensure you verify that they are entered in the gc_stat_server_config table if you see this issue during installation. (GEN-2033)

XML Generator needs to be restarted after the first Administrator is accessed/published on a new install and after the first time configuration of CCAdv. (GEN-2045)

The password that the Resource Management console uses to connect with SDS is entered manually and therefore is not encrypted. (GEN-938)

Genesys Adapter fails to connect to either Stat Servers or databases for which IPv6 addresses have been configured in the Genesys Adapter installer. (GEN-926, GEN-927)

The Frontline Advisor dashboard does not display any relevant data in the R-Code (reason code) column. The static value ReasonCode displays instead of the actual reason code for any agent who has a reason code assigned to their agent status (such as NotReady). (GEN-913)

After installation of the Resource Management console, no version number is inserted into the Module table in the Platform database. A NULL value appears there instead. Consequently, the version number in the System Configuration page displays as none. (GEN-910)

Multimedia metrics are double-counted for Agent Groups. (GEN-800)

Metrics using the 30 Minute time profile are sometimes being reset in less than 30 minutes. (GEN-782)

Re-installing the Resource Management console with a new ant.install.properties file after a previous failed installation, incorrectly presents the service installation screens. (GEN-749)

Misleading error messages, and related e-mail messages, are generated when changes made to agent skills via the Resource Management console fail. (GEN-704)

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Discontinued Support

This section documents features that are no longer supported in this software. This cumulative list is in release-number order with the most recently discontinued features at the top of the list.

There are no discontinued features in this release.

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Internationalization

Information in this section is included for international customers.

There are no internationalization issues for this product.

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Additional Information

Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Customer Care website. The following documentation also contains information about this software.

• The Performance Management Advisors 8.1.1 Deployment Guide describes how to install and configure the entire Advisors suite (for 8.1.1 and earlier releases).

• The Performance Management Advisors 8.1 Deployment Guide describes how to install and configure the entire Advisors suite (for 8.1.2 and later releases).

• The Performance Management Advisors 8.1 Genesys Adapter Release Advisory provides important information that applies to the Genesys Adapter product.

• The Genesys Migration Guide contains a documented migration strategy for each software release. Please refer to the applicable portion of the guide, or contact Genesys Customer Care for additional information.

Product documentation is provided on the Customer Care website, the Genesys Documentation website, and the Documentation Library DVD (produced monthly).

Note: For the DVD, the New Documents on this DVD page indicates the production date for that disc. Due to disc production schedules, documentation on the Genesys Documentation website may be more up-to-date than what is available on disc immediately after a product is released or updated. To determine the version of a document, check the version number that is located on the second page in PDFs or on the About This File topic in Help files.

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